Quality Reliable Care Limited

Updated 25 February 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

One inspector undertook this inspection.

Service and service type

Quality Reliable Care Limited is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with three people who used the service about their experience of the care provided. We spoke with four members of staff including the registered manager, senior care worker and care workers. We spoke with a visiting health care professional.

We reviewed a range of records. This included three people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 25 February 2020

Quality Reliable Care Limited is a residential care home providing personal care and support for up to 12 people. The home accommodates people in one adapted building in a rural setting and is registered to support people with physical disabilities. At the time of the inspection there were 11 people living at the home. People were living with a range of needs including acquired brain injuries, autism and mental health needs.

People’s experience of using this service and what we found

People continued to be supported by kind and caring staff who knew them well. Staff understood people’s needs and respected their preferences and choices. Staff treated people with respect and supported them to remain as independent as possible, protecting their dignity and privacy.

Risks to people were assessed and managed, and staff understood their responsibility to safeguard people from abuse. There were enough suitable staff to care for people safely and there were safe systems in place for managing people’s medicines. Incidents and accidents were monitored and analysed to ensure that lessons were learned. A person told us, “It’s a safe place, we can feel relaxed here.”

Staff had received the training and support they needed, and people told us they had confidence in the staff. One person said, “The know what they are doing.” People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People had enough to eat and drink and were receiving the support they needed. They told us they enjoyed the food on offer and their food choices were respected. Staff supported people to access healthcare services when they needed them and worked effectively with staff from other organisations.

People were receiving personalised care and were involved in developing their care and support plans. One person told us, “We wrote the care plan together.” Staff took account of people’s diverse needs and preferences and their views were reflected within their care plans. Staff knew people well and provided support in a personalised way. People were supported to retain links with the people and communities that were important to them. Communication needs were assessed, and information was provided in accessible formats. People were supported and encouraged to maintain their interests and activities reflected people’s individual preferences.

Management systems were effective in managing risks to the quality of the service. Leadership was clear and visible. Staff understood their roles and spoke highly of the support they received. People and staff were engaged with developments at the service and their views were welcomed and encouraged. There was a complaints system in place and people told us they knew how to complain and would raise any concerns with staff. The registered manager used quality assurances systems to identify shortfalls and to drive improvements. People and staff described a homely atmosphere. One person told us, “It’s brilliant here, we are very well looked after, and it feels like home.”

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 7 March 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.